French-English Bilingual Quality Analysts

About

We are looking for detail-oriented and customer-focused French-English Bilingual Quality Analysts to join our growing international contact centre team. This role supports an international account, therefore successful candidates must be comfortable working rotational shifts aligned to international operating hours, including evenings, weekends, and public holidays where required.

As a Quality Analyst, you will play a key role in monitoring customer interactions, identifying trends and improvement opportunities, and ensuring compliance with customer experience and business standards.

Key Responsibilities

• Evaluate customer interactions against customer experience, compliance, and business process standards
• Identify potential risk, fraud, or non-compliance concerns
• Conduct root cause analysis and identify trends and improvement opportunities
• Provide detailed feedback and coaching insights to operational teams
• Compile and deliver quality reporting and analysis
• Participate in internal and external calibrations and audits

Minimum Requirements

• Matric / NQF Level 4 equivalent
• Minimum 12 months customer service experience within a contact centre environment
• French and English communication skills (written and verbal)
• Strong attention to detail and analytical ability
• Excellent communication and stakeholder engagement skills
• Quality Assurance experience within a BPO/contact centre environment will be advantageous
• Must be comfortable working rotational international shifts

What We’re Looking For

• Strong customer service orientation
• High attention to detail
• Analytical and problem-solving mindset
• Ability to provide constructive feedback professionally
• Proactive and adaptable attitude

If you are passionate about quality, customer experience, and working in a fast-paced international environment, we’d love to hear from you.